Brush with Customer Support Story One

I recently needed to deal with customer support for my cell phone as my package was expiring and I wanted to see what my options were for renewal. My company Bell Mobility has some corporate packages including a BCAA package which is quite attractive. The only problem well I guess one of two problems was the timing of the package, it was ending at the end of Feburary and the second problem was the small print stated it was for “New Customers Only.”. So as I wanted to get on this package I visited my local Bell store and they contacted Customer Service.

The conversation between the store and the Bell CSR (Customer Service Rep) was taking a long time and seemed to be going in circles. Finally after about 15 minutes of discussing and being put on hold the Store rep indicated that we had success and the CSR needed to speak with me to confirm some things. As soon as I got onto the phone the CSR asked me some questions and then proceeded to tell me in very poor English that I was not entitled to the BCAA package and I would have to pick one of the packages available to returning customers. I asked her to explain which package had the features in the BCAA package and she admitted that none of the packages had the features of the BCAA package with the closest features would cost $61 while the BCAA package would cost $30, a sizable difference. The CSR went on to explain that these promotional packages were to entice new customers to join Bell. I asked her about current customers and asked her why Bell did not care about their current customers. She just continued to tell me the same thing over and over again. Like a broken record…. So I said that she was willing to lose a current customer and she again gave me the same story concerning the promo packages. As I had said her English was not good as her native language was French so this made the interaction even more aggravating. Finally after 20 agonizing minutes and me asking to speak to a supervisor multiple times she told me she would put me on hold.

I waited for about ten (10) minutes and a new CSR, a male took the call. I explained the situation and was again told that the promo package were not meant for current customers. Having been told this for the 8th or 9th time I told this CSR that my only option was to cancel and restart my account and if I was to do that I might as well goto another provider. He asked me to hold and within a minute returned and said he would give me the BCAA package as long as I signed up for the 3 year package. So we went over the package to ensure we both were on the same page and he went ahead and set me up. After a call which took over an hour and a quarter and a frustrating conversation with a CSR unwilling to listen or offer options I got the package to which I felt I was entitled.

The most frustrating part of this process is the fact that the original CSR lied to the store rep to get me on the phone and I beleive she thought she could bully me into accepting what she was offering. I had no intention of paying that kind of money for a cell phone and would have cancelled and gone with another company. Also Bell needs to understand that while it looks good for the bottom line to add new customers, all that you are doing is replacing customers that leave due to the terrible treatment they receive from some of your CSRs. You are a service company and you need to provide a positive customer service experience for your current customers. Do not take your current customers for granted.

I have spent a good portion of my working life in customer service and the call center industry so I know what CSR’s should and should not do on a call. During my interaction with the female CSR she was rude, she cut me off and refused to listen to me. She offered no solutions and never asked to put me on hold she just did it which caused me to be even more frustrated. I realize it can be difficult to be a CSR but you understand that not all calls are going to be pleasant and it is your job to defuse and help the customer. Help the customer what a novel concept.